“Some customers couldn’t previously access negotiated rates, which meant we couldn’t add value for them, and they were more likely to make self-service bookings via online travel agencies. We wanted to offer great negotiated rates to all clients across our portfolio, regardless of their travel budgets, to maximize satisfaction, retention, …

“By increasing our hotel attachment rate we’re able to retain more of our hotel commission. This, plus other revenues we’re earning, doesn’t just cover the costs of moving to onsite agents it actually saves us over $300,000 a year.”